How we keep things safe & sound.

We treat your personal information with care and only collect what we need to provide safe, effective support. • We store your information securely and limit access to the people directly involved in your care. • We only share information with your consent, or where we’re legally required to (for example, to keep someone safe). • You can ask to see the information we hold about you, and ask us to correct anything that’s wrong. • We follow the Australian Privacy Principles and NDIS requirements at all times.

Every member of our team works to the NDIS Code of Conduct. • We act with respect, honesty and integrity, and uphold your rights to make your own choices. • We deliver supports safely and competently, with care and skill. • We act promptly to raise and act on concerns about quality or safety. • We never tolerate violence, exploitation, neglect, abuse or discrimination of any kind.

Your rights, dignity and safety come first in everything we do. • We support your right to be safe, respected, and in control of decisions about your life. • We’re alert to signs of harm and act quickly to protect anyone at risk. • We work in ways that are culturally safe and inclusive of all identities. • We support you to speak up, and to involve advocates or supporters whenever you choose.

When something goes wrong, we respond openly and learn from it. • We make sure anyone affected is safe and supported first. • We record incidents, review what happened, and take action to prevent it recurring. • We report reportable incidents to the NDIS Commission as required. • We keep you informed and involved in the response where it concerns you.

Your feedback helps us do better, and you’ll never be treated differently for speaking up. • You can raise a concern with any team member, by phone or by email, any time. • We acknowledge complaints, look into them fairly, and let you know the outcome. • You can involve an advocate or support person at any stage. • You can also contact the NDIS Quality and Safeguards Commission directly on 1800 035 544.

We believe in least-restrictive, person-led support. • We seek your informed consent before support begins, in a format you understand. • We’re committed to reducing and eliminating restrictive practices wherever possible. • Any regulated practice is only ever used as a last resort, with proper authorisation and oversight. • We focus on understanding behaviour and changing environments, not controlling people.

We keep everyone safe, our team, your family, and your community. • We assess and manage risks before and during home and community visits. • Our team is trained, screened, and supported to work safely. • We work with you to make sessions safe and comfortable for everyone involved. • We follow all relevant work health and safety laws.

Before we start, we put everything in writing so there are no surprises. • Your service agreement sets out the supports we’ll provide and what they cost. • It explains how scheduling, cancellations and reviews work. • It’s written in plain language, and we’ll talk it through with you. • You can ask questions or make changes before you sign anything.

When you join us, you’ll get a friendly welcome pack and participant handbook. • A plain-language guide to who we are, how we work, and what to expect. • Your rights and responsibilities as a participant, set out clearly. • How to contact us, book and change sessions, and give feedback. • Key information about the NDIS, your supports, and staying safe.